Dynamics 365 conversation activities
Keep a Dynamics 365 conversation activity with the transcript, linked customer, ownership and closing details.
What it is
Inside Conversation stores an INSIDE conversation as a Dynamics 365 activity. It holds the transcript and available customer, operator and closing information. The supplied Dynamics form includes a transcript viewer and Print.
Who uses it and why
- Operators open the conversation activity from INSIDE or the customer's Dynamics record.
- Supervisors review the transcript and how the conversation ended.
- Administrators agree the export timing and activity setup with Powerfront.
Where to find it
In INSIDE, open the Conversation menu and choose Open in Dynamics 365. This option appears when the selected conversation has a saved Dynamics activity link.
Powerfront manages export options at Settings › General Settings › Dynamics 365, under Advanced. The integration components are managed under Tables Configurations.
How it works
INSIDE creates or updates an activity for the conversation. When available, it includes:
- The linked customer and mapped operator owner.
- The transcript, channel, platform and subsite.
- The disposition, start and end times, who ended the conversation and waiting-time information.
- Visitor context such as IP address, browser language, browser details, referrer and location.
By default, export is scheduled at conversation end. With Create User Activity at Start of Conversation enabled, visitor messages during an active conversation also schedule updates. INSIDE groups closely spaced updates, so the Dynamics view may lag behind the live chat.
The final update includes the closing information and completes the Dynamics activity after it has been saved. The transcript viewer displays the saved messages; Print opens the browser's print function.
Configure it
Ask Powerfront to prepare the Inside Conversation components and transcript viewer in Dynamics. Create Conversation Activity permits export and is treated as on when no value has been saved.
Ask Powerfront to enable Create User Activity at Start of Conversation if you need activity updates before the conversation ends. A user with the Settings or Manager role can keep operator Dynamics mappings current at Settings › Account › Operators so ownership can be recorded.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Create Conversation Activity | Settings › General Settings › Dynamics 365 › Advanced | website | On | Powerfront | Allow INSIDE to save Dynamics conversation activities. Turning it off suppresses activity export. |
| Create User Activity at Start of Conversation | Settings › General Settings › Dynamics 365 › Advanced | website | Off | Powerfront | Allow activity updates during an active conversation as visitor messages arrive, followed by an update at conversation end. |
Limits and good to know
- Empty conversations do not produce an activity through this export.
- Turning Create Conversation Activity off stops activity export even when the start option is on.
- Activity links appear after a remote record identifier has been saved.
- INSIDE updates the existing activity for the conversation and handles some duplicate-write conflicts. This is not a guarantee that every failed export succeeds later.
- A case and a conversation activity are separate. Opening one does not imply that the other exists.
- The viewer shows the saved transcript. It is not a live chat interface.
Depends on and works with
View all connections as a list
This feature uses
- SubsitesEnhances
Available subsite context is included in the activity.
- Operator accountsConfigured by
The operator account holds the Dynamics user mapping used for conversation activity ownership.
- Starting, ending and expiring chatsRequires
Conversation state and closing events determine activity updates.
- Messages and rich contentRequires
Activity export needs conversation messages because empty conversations do not produce an activity.
- DispositionsEnhances
An available conversation disposition is included in the activity.
- Messaging conversationsEnhances
Available channel identity and platform are recorded with the conversation activity.
- Dynamics 365 connection and customer recordsRequires
Export needs the Dynamics connection and provisioned INSIDE conversation components.
- Custom CRM integrationEnhances
A custom CRM integration can replace or suppress the Dynamics conversation activity export.
Used by
- INSIDE in Salesforce and Dynamics 365Enhances
Dynamics conversation forms include the saved transcript viewer.
- Custom CRM integrationEnhances
A custom Dynamics integration can replace or suppress a conversation activity export.
FAQ and troubleshooting
Why is Open in Dynamics 365 missing from the Conversation menu?
The selected conversation needs a saved Dynamics activity link. Ask Powerfront to check the export settings and allow time for a scheduled update. Ask Powerfront to investigate if it remains missing.
Why does the activity appear only after the chat ends?
That is the default timing. Ask Powerfront about Create User Activity at Start of Conversation if earlier updates are needed.
Why are the latest messages missing?
Updates are grouped before export. Refresh the Dynamics record after the update has completed. A continuing gap may indicate a connection or export failure.
Why is the owner or customer missing?
Ownership depends on the operator's Dynamics mapping. The customer association depends on a linked Dynamics customer record.